1. Trust as a key factor for end users’ uptake of mHealth Findings of the European project Chain of Trust Liuska Sanna, Programme Manager “mHealth – making a positive difference to End Users” @ Mobile World Congress Barcelona, 28 February 2013

2. subtitle Focus: perspective of end users – patients, doctors, nurses, pharmacists – on Telehealth Why this project? Poor awareness and acceptance of end users Thorough understanding of end users perspective missing What? Assessment of end users views on barriers, benefits, key drivers for acceptance of telehealth – qualitative and quantitative methodological approach THE CHAIN OF TRUST PROJECT

3. subtitle HOW TO TRANSLATE THE PROJECT FINDINGS IN mHEALTH? EPF proposal of key issues for you to consider from the perspective of chronic diseases

4. subtitle Lack of knowledge of mHealth applications, opportunities and impact The starting point should be people not technology Needs’ driven Beware of the human dimension in applications enabling interaction with health professionals Capacity of users User-friendly applications are even more important for chronic patients The usability needs to be assessed on an on going basis New type of communication and interaction require building skills for new roles and responsibilities is key MAIN ISSUES FOR USERS’ TRUST AND ACCEPTANCE 1

5. subtitle Integrating mHealth in the delivery of healthcare Unclear what the role of mHealth is/can be – focus on added value Risk to exacerbate health inequalities The legal framework Need to clarify data protection, licence, liability and reimbursement issues Confidentiality still an issue BUT overly strict data protection and security systems should not hinder the sharing of health information, and ultimately the health service MAIN ISSUES FOR USERS’ TRUST AND ACCEPTANCE 2

6. subtitle Improving quality of care through more personalised, continuous, efficient and responsive services Better continuity of care thanks to improved access to and flow of information and communication opportunities Strengthening patients’ adherence through more active involvement of patients and more regular monitoring from health professionals Reducing health inequalities by reaching underserved patients Patient empowerment – mHealth can improve knowledge of the condition, support self-management and facilitate involvement in the care process Economic benefits for patients : e.g. from e.g. less travel and days off work MAIN BENEFITS FROM THE USERS’ PERSPECTIVE 1

7. subtitle To accept mHealth, patients and health professionals want it to be user-centric as opposed to technology-driven mHealth should not negatively affect the patient–health professional relationship, but rather aim to increase mutual trust mHealth needs to deliver real benefits and add value to users in relation to solely conventional healthcare Health professionals and patients will accept mHealth only as long as it can guarantee the same safety and reliability standard as conventional health services; Self-confidence and competence in using mHealth and mutual confidence between users, are crucial and should not be underestimated MAIN KEY DRIVERS FOR USERS’ ACCEPTANCE

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